Responsable des opérations, soutien et maintenance des solutions et gestion des fournisseurs/Operations Lead, Solution Support, Maintenance & Vendor Management

McKesson • $116K — $193K *

Montreal, QC H1A 0A1In-Person

Information Technology

5 - 7 years of experience

Today

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Job Overview by Ladders

Qualifications

5-7 years of progressive experience in application support or IT service management in complex enterprises.
Strong knowledge of IT Service Management practices, including incident and change management.
Demonstrated ability in operational improvement, automation, and process transformation initiatives.
Effective in transitioning teams from reactive support to stable, proactive operations.
Strong analytical, organizational, and prioritization skills with a focus on continuous improvement.
Proven stakeholder management abilities, influencing without direct authority.
Knowledge of compliance and regulatory requirements in a technology setting.
Fluency in both French and English is mandatory.

Responsibilities

Oversee daily application support to ensure stability and performance of production systems.
Lead incident and change management, including root cause analyses and corrective actions.
Ensure timely resolution of production issues based on business needs and customer impact.
Establish and report on operational KPIs and service health metrics.
Identify and address recurring issues and process gaps to improve operational sustainability.
Plan and coordinate maintenance, upgrades, and patch management across applications.
Manage vendor relationships and ensure compliance with service agreements and performance metrics.

Benefits

Flex & Connect work model with office presence required two days per week.
Collaborative work environment that promotes continuous improvement and innovation.
Opportunity to work closely with cross-functional teams and leadership.
Engagement with cutting-edge technology and automation initiatives.

Full Job Description

Description de poste

Responsable des opérations, soutien et maintenance des solutions et gestion des fournisseurs

Résumé du poste (Objectif du poste)

Le ou la Responsable des opérations, soutien et maintenance des solutions et gestion des fournisseurs assure la stabilité, la fiabilité et l'évolution continue des solutions technologiques en production dans les domaines applicatifs qui lui sont assignés. Ce rôle est responsable d'assurer l'excellence des opérations quotidiennes tout en pilotant les initiatives d'amélioration continue, d'automatisation et d'optimisation des processus afin d'améliorer l'efficacité opérationnelle, la résilience des services et l'expérience des utilisateurs.

Agissant comme leader opérationnel stratégique, cette personne identifie de façon proactive les problèmes systémiques, dirige les analyses de causes fondamentales et met en œuvre des améliorations durables afin de moderniser les modèles de soutien, de maintenance et de gestion des fournisseurs. Le poste collabore étroitement avec les équipes d'affaires, les partenaires technologiques, les fournisseurs externes et la direction afin d'assurer une prestation de services stable, sécuritaire et alignée sur les objectifs de l'entreprise.

Responsabilités clés

Soutien des solutions et opérations

Assurer la supervision des activités quotidiennes de soutien applicatif en garantissant la stabilité, la disponibilité et la performance des systèmes en production.
Diriger les processus de gestion des incidents, des problèmes et des changements, incluant les analyses des causes fondamentales et la mise en œuvre de mesures correctives et préventives.
Assurer la résolution rapide et transparente des incidents en fonction des priorités d'affaires et de l'impact client.
Définir, surveiller et communiquer les indicateurs de performance opérationnelle, la santé des services et les tendances liées aux incidents.
Identifier les problèmes récurrents, les lacunes de processus et les faiblesses systémiques, puis diriger les initiatives visant à prévenir leur récurrence.

Maintenance, mises à niveau et amélioration continue

Planifier, coordonner et superviser les activités de maintenance, de mise à jour, de correctifs et de remédiation des solutions supportées.
Mettre en œuvre des opportunités d'automatisation afin de réduire les interventions manuelles et d'améliorer la fiabilité des services.
Tirer parti des données, des outils technologiques et des capacités d'intelligence artificielle afin d'améliorer les processus opérationnels et la prise de décision.
Évaluer et moderniser continuellement les pratiques de soutien et de maintenance pour accroître l'efficacité opérationnelle et la capacité d'évolution.
Veiller à l'alignement des activités de maintenance avec les priorités d'affaires, les contraintes opérationnelles et les exigences de gestion des risques.
Réduire les incidents récurrents, la dette technique et les risques opérationnels grâce à des initiatives d'amélioration continue.
Assurer la conformité des applications aux exigences de sécurité, de réglementation, de risque et d'audit.

Gestion des fournisseurs et prestataires de services

Gérer les relations avec les fournisseurs et partenaires externes responsables du soutien et de la maintenance applicative.
Assurer le respect des contrats, des ententes de niveaux de service (SLA), des ententes opérationnelles (OLA) et des normes éthiques.
Superviser les activités de gestion des vulnérabilités liées aux fournisseurs, incluant les suivis de remédiation et l'escalade des risques.
Évaluer la performance des fournisseurs à l'aide de revues de services, d'indicateurs et de mesures opérationnelles.
Coordonner la participation des fournisseurs lors des incidents majeurs, des analyses de causes fondamentales, des maintenances et des mises à niveau.
Assurer la gestion des licences logicielles et des contrats de soutien afin de garantir la conformité et les renouvellements requis.
Collaborer avec les équipes d'Approvisionnement, de Sécurité, des Affaires juridiques et des Finances dans le cadre des évaluations de risques fournisseurs et des renouvellements de contrats.
Favoriser l'amélioration continue des services fournisseurs en encourageant l'automatisation, l'innovation et les gains d'efficacité.

Leadership et gouvernance opérationnelle

Agir comme principal point de contact auprès des parties prenantes concernant la stabilité des applications et la performance des services.
Promouvoir une culture de responsabilisation, d'intégrité, de collaboration et d'amélioration continue.
Assurer la gouvernance du cycle de vie applicatif, incluant la planification des versions, la gestion des priorités et la réduction de la dette technique.
Définir et suivre les indicateurs clés de performance ainsi que les objectifs de niveaux de service.
Appliquer des pratiques efficaces de gestion du changement afin de soutenir les stratégies technologiques et opérationnelles.
Soutenir la prise de décision en collaborant avec les équipes de direction et les partenaires d'affaires.

Qualifications minimales (Connaissances, compétences et aptitudes)

Solide expérience en soutien applicatif, exploitation de systèmes ou gestion des services dans un environnement d'entreprise complexe.
Excellente compréhension des pratiques ITSM, notamment la gestion des incidents, des problèmes, des changements et des mises en production.
Expérience démontrée dans la mise en œuvre d'améliorations opérationnelles, d'automatisation ou de transformation de processus.
Capacité à faire évoluer les équipes d'un mode réactif vers un modèle stable, prévisible et axé sur l'amélioration continue.
Excellentes aptitudes analytiques, organisationnelles et de gestion des priorités.
Aptitude à influencer sans autorité hiérarchique et à collaborer efficacement avec des intervenants de tous niveaux.
Excellentes compétences en communication orale et écrite.
Connaissance des environnements réglementés et des exigences de conformité.
Expérience en gestion de fournisseurs, contrats et ententes de niveaux de service.
Connaissance de l'automatisation, des technologies émergentes et des pratiques d'amélioration continue.

Expérience professionnelle

Baccalauréat en informatique, systèmes d'information, génie ou dans un domaine connexe, ou combinaison équivalente de formation et d'expérience.
Minimum de 5 années d'expérience progressive en soutien applicatif, développement d'applications, solutions ERP ou systèmes de distribution pharmaceutique.
Solide compréhension des systèmes de distribution, d'entreposage, de facturation ou des systèmes financiers d'entreprise.
Connaissance des contrôles généraux TI (ITGC) et de la conformité SOX.
Expérience dans la gestion de fournisseurs et de partenaires stratégiques.
Bilinguisme (français et anglais) obligatoire.

Conditions de travail

Modèle Flex & Connect avec présence au bureau requise deux (2) jours par semaine.

Basé à Saint-Laurent, Québec.

Job Description

Position Summary (Purpose of Job)

The Operations Lead, Solution Support and Maintenance & Vendor Management is accountable for the stability, reliability, and continuous evolution of production solutions across assigned application domains. This role ensures operational excellence while driving continuous improvement, automation, and modernization initiatives that enhance service quality, operational efficiency, resilience, and business outcomes.

Acting as a strategic operational leader, the incumbent proactively identifies systemic issues, leads root cause resolution efforts, and modernizes support, maintenance, and vendor engagement practices. The role partners with business stakeholders, technology teams, vendors, and leadership to ensure secure, compliant, scalable, and customer-focused application services.

Key Responsibilities

Solution Support & Operations

Oversee day-to-day application support operations, ensuring production stability, availability, and performance.
Lead incident, problem, and change management activities, including root cause analysis and implementation of corrective and preventive actions.
Ensure timely and transparent resolution of production issues based on business and customer impact.
Establish, monitor, and report on operational KPIs, service health metrics, and incident trends.
Identify recurring issues, process gaps, and systemic weaknesses, driving sustainable improvements to prevent reoccurrence.

Maintenance, Upgrades & Continuous Improvement

Plan, coordinate, and oversee maintenance activities, patches, upgrades, and remediation initiatives across supported applications.
Implement automation opportunities to reduce manual effort, improve reliability, and accelerate issue detection and resolution.
Leverage data, analytics, AI, and emerging technologies to optimize support processes and improve operational decision-making.
Continuously evaluate and modernize support and maintenance practices to increase scalability and operational efficiency.
Ensure maintenance activities align with business priorities, risk requirements, and operational constraints.
Lead initiatives to reduce recurring incidents, technical debt, and operational risk.
Ensure applications comply with security, audit, regulatory, and risk management requirements.

Vendor & Service Provider Management

Manage relationships with third-party vendors and service providers supporting application operations and maintenance.
Ensure adherence to SLAs, OLAs, contractual obligations, and ethical standards.
Lead vendor vulnerability management activities, including remediation tracking, risk escalation, and issue resolution.
Monitor vendor performance through service reviews, operational metrics, and key performance indicators.
Coordinate vendor participation during major incidents, root cause analyses, maintenance events, and upgrade activities.
Oversee software licensing, support agreements, and contract renewals to ensure compliance and uninterrupted service delivery.
Partner with Procurement, Security, Legal, and Finance teams on vendor risk assessments, contract renewals, and cost optimization initiatives.
Drive continuous service improvement by challenging vendors to improve delivery models, automation capabilities, and operational effectiveness.

Operational Leadership & Governance

Serve as the primary point of contact for stakeholders regarding production stability, service performance, and vendor-related matters.
Foster a culture of accountability, integrity, collaboration, and continuous improvement.
Govern application lifecycle activities, including release planning, backlog management, and technical debt reduction.
Define, monitor, and report on KPIs and service-level objectives to measure operational effectiveness and business value.
Apply change management principles to support operational and technology transformation initiatives.
Support leadership decision-making through risk identification, issue escalation, and actionable recommendations.

Minimum Job Qualifications (Knowledge, Skills & Abilities)

Proven experience in application support, operations, or IT service management within a complex enterprise environment.
Strong understanding of IT Service Management (ITSM) disciplines, including Incident, Problem, Change, and Release Management.
Demonstrated success driving operational improvements, automation, and process transformation initiatives.
Ability to transition support organizations from reactive operations to predictable, stable, and continuously improving service models.
Strong analytical, organizational, planning, and prioritization skills.
Excellent communication and stakeholder management capabilities with the ability to influence without direct authority.
Experience working in regulated and compliance-driven environments.
Knowledge of vendor management, contract governance, and service level management.
Understanding of automation, emerging technologies, and continuous improvement methodologies.
Ability to collaborate effectively with senior leaders and cross-functional teams to support strategic decision-making.

Business Experience

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and experience.
Typically requires 5+ years of progressive experience in application support, application development, ERP solutions, or pharmaceutical distribution systems.
Strong understanding of enterprise distribution, warehousing, invoicing, and financial systems.
Knowledge of IT General Controls (ITGC) governance and SOX compliance requirements.
Experience managing vendor relationships, contracts, and service providers.
Bilingual in English and French is mandatory.

Working Conditions

Flex & Connect work model with a requirement to be in the office two (2) days per week.

About McKesson

McKesson Corporation provides medicines, pharmaceutical supplies, information and care management products and services across the healthcare industry. The Company operates in two segments. The McKesson Distribution Solutions segment delivers ethical drugs, medical-surgical supplies and equipment and health and beauty care products throughout North America. This segment also provides specialty pharmaceutical solutions for biotech and pharmaceutical manufacturers, sells financial, operational and clinical solutions for pharmacies (retail, hospital, long-term care) and provides consulting, outsourcing and other services. The McKesson Technology Solutions segment delivers enterprise-wide clinical, patient care, financial, supply chain, strategic management and software solutions. In July 2011, the Company acquired Portico Systems from Safeguard Scientifics, Inc. On March 25, 2012, it acquired the independent banner and franchise businesses of Katz Group Canada Inc. McKesson Distribution Solutions delivers pharmaceuticals to retail pharmacies and institutional providers like hospitals and health systems. They operate pharmaceutical distribution centers across the country, serving customers in all 50 states. They also deliver a comprehensive offering of health care products, technology, equipment and related services to the alternate site market, including physician offices, surgery centers, long-term care facilities and home care businesses across the country. McKesson is currently the largest pharmaceutical distributor in North America. McKesson also operates McKesson Canada and has an equity holding in Nadro, a leading distributor in Mexico.

McKesson Careers

Join McKesson, a leading global healthcare company, and be part of a team that is redefining the future of healthcare. With a variety of job opportunities available, McKesson is the perfect place to advance your career, whether you're a seasoned professional or just starting out. Work You’ll Do At McKesson, we are committed to improving care in every setting—one product, one partner, one patient at a time. We’re seeking talented professionals to join our team and contribute to a culture of innovation, diversity, and leadership. Our employees are driven by a deep sense of purpose and a desire for continuous growth and improvement. Empower Your Future in Healthcare With positions ranging from internships to leadership roles, McKesson offers unparalleled employment opportunities to develop your skills and advance your career. Our commitment to diversity training ensures that all team members have the opportunity to thrive. Join a team where your skills will be honed, your professional growth will be supported, and where you can genuinely see the difference you make in the lives of patients around the world. Innovative Work Environment McKesson is at the forefront of healthcare innovation. Our team is constantly exploring new ways to improve patient outcomes and streamline care processes. This commitment to innovation is what sets us apart and what makes McKesson an exciting place to work. Career Development and Benefits McKesson believes in nurturing the potential of its employees through robust career development programs and comprehensive benefits designed to support your life and well-being. From leadership training to health and wellness benefits, we ensure our team members are equipped to meet their professional and personal goals. Explore Job Opportunities Whether you’re looking for an internship to kickstart your career, or a senior position to utilize your extensive experience, McKesson offers a range of opportunities. Explore our open positions and find where you can make a difference at McKesson. Stay Connected Join Our Team Search for open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take the next step in their careers. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Networking and Professional Growth At McKesson, networking and professional growth are part of our everyday environment. We encourage our employees to connect, share, and learn from each other to foster personal and professional development. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at McKesson. Join McKesson today and be part of a team that is dedicated to shaping the future of healthcare.

Learn more about McKesson

Size

58,000 employees

Market Cap

$53.7 billion

Industry

Pharmaceuticals & Biotech

Net Income

-$4.1 billion

Founded

1833

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